Legacy.com | No comp given
Steph's Notes:
Careers page nearly hits BINGO even before we get to the job description.
Ability to perform in a fast paced, highly accountable environment.
Do you read this as "will be micro-managed despite constantly-changing and poorly-communicated priorities"? Because that's how I read it.
Company overall seems obsessed with "critical thinking" as an attribute, which makes me picture an office where people are, like, constantly running into closed doors. "Bob, Bob! She turned the doorknob! We're free! PUT HER RESUME ON THE TOP OF THE PILE."
Original Job Description: Director of Customer Service (Support)
Company Overview
Legacy.com is the place where life stories live on. We are the global leader in online memorial tributes; a top-50 website in the United States, and a destination for over 40 million unique visitors each month. Founded in 1998, Legacy.com is honored to help consumers express condolences, share direct support for families, and celebrate the people who have touched their lives. Legacy delivers its community-targeted content daily via 8,500 local media and funeral home partners. We continue to broaden our offerings in our mission to help people seeking information and guidance on all aspects of end-of-life. Our vision is to become the full-service end-of-life and memorialization destination.
Position Overview
Legacy is looking for a strategic, experienced, and organized leader to step into the newly created role of Director of Customer Service (Support). This role is responsible for managing our Support and Solutions teams, ensuring that we deliver exceptional support to our customers. This role will oversee all aspects of the organization’s customer service policies, procedures, objectives, and initiatives. The Director of Customer Service will report to and work directly with the VP of Operations to develop standards, establish policies and procedures, and implement systems to capture and report on service metrics. The ideal candidate is an experienced contact center leader who is willing and able to “roll-up-their-sleeves” to problem solve. This is a collaborative role that will work cross-functionally with various teams across Legacy to understand business issues and collectively develop effective business solutions. Legacy is growing and the successful candidate must be able to take charge and resolve the ambiguity and unknowns that are part of a growth trajectory.
Responsibilities:
- Customer Service Excellence: Lead customer service team by developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.
- Customer Success Strategy: Create and implement policies and procedures to facilitate a quality customer service experience. Ensures continuous improvement of processes, systems, and communications.
- Team building: Provide leadership, direction and development to team of supervisors.
- KPI Development: Developing key KPIs and reporting to measure customer experience and deliver insights for continuous improvement effectively.
- Customer Support Optimization: Defining and optimizing customer support through roles and responsibilities identification, process improvements, and reporting enhancements. Develop strategy for collecting, analyzing, and improving upon key call center metrics.
- Cross-Functional Collaboration: Ensuring collaboration with all business functions to deliver a best-in-class customer experience across stages, channels, and touchpoints in the customer journey.
- Technology System Oversight: Oversee and optimize technology systems supporting the customer success initiatives. Attention to detail and the ability to analyze large amounts of data with a high level of accuracy.
Requirements:
- 5+ years' experience as a customer service manager or higher leading a customer support team in a remote and/or hybrid environment.
- Given the Support and Solutions teams are primarily remote, this role has the flexibility to be remote or hybrid, with the minimum expectation of travel to the corporate office in Chicago at least quarterly.
- Deep understanding of call center software and proficiency in using customer experience and data management software and tools.
- Experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
- Proven experience effectively managing resource allocation, budgeting and cost optimization for business units.
- Strong leadership skills with a high impact, including setting a clear vision and strategy, motivating and coaching teams, and driving urgency and tangible results.
- Ability to perform in a fast paced, highly accountable environment.
- Possess critical thinking skills to evaluate information and draw logical conclusions.
- Extremely data-driven; ability to understand data sets and leverage this data to drive customer outcomes.
- Excellent verbal and written communication; ability to convey complex information in a clear and understandable manner.
- Ability to liaise with individuals across a wide variety of operational, functional, and technical disciplines and work within a virtual global team environment.
Benefits
Legacy.com offers a very generous and comprehensive benefits package, including:
- Medical, Dental, and Vision, Basic & Supplemental Life Insurance, HSA/FSA, Accident Insurance, Employee Assistance Program, and more! (Day 1 Insurance Coverage, no waiting period)
- Generous Employer HSA contributions for eligible employees
- Unlimited Paid Time Off
- 401k plan with discretionary employer match
- Up to 6 weeks’ paid Leave of Absence/Paternity Leave
- Beautiful, modern office with fully stocked kitchen and weekly catered lunch
Accepting applications from qualified candidates within the United States in the following states:
AZ, CA, CO, CT, FL, IL, IN, KS, KY, LA, MA. ME. NC. NY, PA. TX. UT, WA, WI
